Frequently Asked Questions

Go ahead ask us anything. We’ll do our best to answer. If you still need help after reviewing this page please contact us:  (800) 244-2261.

Ask Security Instrument…

Why Does It Matter That Your Monitoring Is UL Listed?

UL (Underwriters Laboratories®) is a non-profit product safety certification organization that has been testing products and writing safety standards for more than one hundred years. By having your alarm system monitored by a UL Listed and approved Central Monitoring Station, you can be assured of the highest quality monitoring service certified by the #1 safety standard in the industry.

Do You Offer Fire Alarm Monitoring?

Yes!

Your smoke alarm will help save your life, but our services will help save your property too! In a fire situation you should not count on bystanders or passers-by to call the fire department. Whether your building or residence is vacant or occupied, has a sprinkler system or not, let Security Instrument be your guardians. Seconds could mean the difference between minor damage and total loss.

Do You Offer Online Bill Pay?

Yes! You can pay your bill online by clicking here.

What if the power goes out? Will the monitoring center still be notified if there is a fire?

All fire and security systems installed by SI have battery backup. As long as the batteries are still functioning the security system should still send a signal.

Can arm / disarm my security from my cell phone?

We have apps for that! Check out features for your home or business.

Is there a charge for a sales consultation?

No, we never charge for a sales representative to review your site and provide you with a no obligation proposal for security, fire, video, or access control.

Do I own my system?

All residential security and fire systems are customer owned. Commercial systems can be customer owned or leased. Your sales representative can provide details on leased systems and how they may benefit you.

How do I update my credit card or banking information that you have on file?

If you have an online account you can update your credit card information 24/7 by logging in to your account. If you do not have an online account and would like to set one up you do so by following the “Setup New Account” link at https://extranet.securityinstrument.com/login.aspx?ReturnUrl=%2f. You can also contact our business office from 8AM-430PM Mon-Fri at 302-633-5621 for assistance with updating your credit card information.

How do I update the list of people you call in the event of an alarm?

You can email your changes to central@securityinstrument.com or you can call our central station 24/7/365 and speak to an operator who can assist you with updating your call list.

I’m getting rid of my home phone line, can you still monitor my system?

Absolutely! We have a wide variety of monitoring options, such as cellular, radio, network, and Wi-Fi, that do not require a traditional phone line. These options include NFPA approved methods for commercial fire as well as residential systems. We can even utilize more than one type to provide you with redundant paths of communication for even greater levels of security.

I’m going out of town should I let you know?

Yes. We’d recommend contacting our central station and letting them know you will be out of town so they can make a note on your account. The central station can also assist you with setting up a temporary contact list in case someone needs to be notified of an alarm at your location while you are unavailable. You may also want assistance setting up temporary keypad codes for any pet sitters or others that may be looking after your home while you are away.

Can you turn my alarm off?

We generally do not turn off anyone’s alarm remotely but we are able to assist you with turning it off yourself once your identity has been confirmed. If there is a technical problem preventing you from being able to turn off your alarm we have technicians available 24/7/365 that can be dispatched to assist.

How do I change my keypad code?

Due to the wide variety of systems we’ve installed over the years we would recommend you call in to our central station at 302-998-2261 so they can identify the type of system you have and give you instructions for changing your keypad code. The central station will also help you test the code once it is changed to confirm it is working correctly.

How do I test my system to make sure it is working?

Contact our central station at 302-998-2261 so they can place your system in test mode and walk you through the steps to test your system.

How do I reset the password on the app I use to arm/disarm my system?

Contact our support department during normal business hours (Mon-Fri 8AM-430PM) and one of our support personnel will assist you with resetting your app password. If you require assistance outside of these hours contact our central station for assistance.

What is the difference between a keypad code and a passcode?

Your keypad code is the code you enter at your keypad to disarm or arm your alarm system. This code is generally between 3-6 numbers. Your passcode is the alphanumeric code that our central station will request from you to identify you as an authorized person on the account so you can cancel alarm dispatches, update your call list, or request service. Many people have gotten away from using passcodes and have started using passwords or pass phrases that they select.

Online Support Services

Account Services

Pay bills, review invoices, and request service.

Request Service

Need help? Our certified technicians are here to assist you when you need it.

Manuals & Videos

View and download the most commonly used manuals for your security equipment.

Our business hours are from 7:30 am to 4:30pm Monday-Friday. We maintain a 24/7 on call service staff to handle your emergency service needs. Requests for after hour service are made directly through our Central Station operation by calling your local office or the numbers listed below.

Speak To An Operator

Toll Free (800) 244-2261
Wilmington (302) 633-5621
Milton (302) 645-2212
Dover (302) 674-2261

Automated System

Our automated answering system is as easy as 1-2-3-4
Option 1 – Central Station
Option 2 – Customer Service
Option 3 – Administrative Services
Option 4 – Sales Services

Cancel An Alarm

To cancel an accidental alarm, please deactivate your system and call our Central Station Toll Free at (800) 244-2261, Option 1. Please have your personal pass-code ready so our operator can verify your authorization.